Battling Covid blues, Kapture CRM sees strong growth in 2020

Fuelled by the pandemic, CRM maker Kapture says it has seen strong demand for its products and has registered a 100% increase in year-on-year growth in 2020.

E-commerce and internet companies like VOGO, Spinny, BigBasket,


, Swiggy and Netmeds have always heavily depended on their online CRM systems. Traditional brands such as Prestige, Ford and many others that are rapidly undergoing digital transformations are also experiencing the need for intelligent CRM systems. Intelligent CRM systems can enable customers to go through their entire lifecycle with the brands without needing human intervention.

Kapture CRM says its offerings are much in demand especially after the pandemic struck. In the initial days of Covid-19, Sheshgiri Kamath, Co-founder and CEO, Kapture CRM was worried about the repercussions of the lockdown. Until then, a significant base of its business came from the travel and hospitality sectors.

“But as online buying increased multifold almost overnight, we experienced an unprecedented wave of demand for our CRM offerings from internet companies and traditional enterprises undergoing complete digital transformation. Most of these enterprises were looking for a fully functioning automation platform that would add value to their company and increase their returns on investment (ROI). By helping these companies scale their operations while cutting down on unnecessary and unavailable (because of the lockdown) human resources, Kapture could meet and exceed their expectations,” says Kamath.

Further commenting on the need for an efficient system to manage customer relations even as the pandemic raged, Kamath says, “We helped enterprises connect and proactively cost-effectively engage with their customers without compromising on security, quality, and productivity. During the period, we saw significant demand for efficient customer support even by traditional businesses. This was when brands like Ford and Acko Insurance onboarded Kapture to manage their customer service operations. In keeping with the requirements of overnight ‘work-from-home’ transition, these companies could also automate their remote training and onboarding processes with the help of our knowledge management system (KMS) and learning management system (LMS)”.


Sheshgiri Kamath, Co-founder and CEO, Kapture CRM

For Kamath, 2020 was a year of opportunities and learnings. Despite the adversity faced by the travel industry caused by the pandemic, “Kapture recorded a 100% increase in year-on-year growth in 2020,” says Kamath.

Kapture CRM platform is industry agnostic and understands the unique needs of end-customers. “For example, two inpidual customers reach out to an e-commerce company at the same time where one has called the company for a product enquiry, and the other customer has sent a WhatsApp message requesting assistance with their order/deliver. Kapture’s CRM system can easily interpret and understand the unique needs of these customers (based on their order history, customer lifetime value, and other important information) to help them receive contextual resolutions,” Kamath explains.

The intuitive automation platform adds context and intelligence to customer support. It is more than just a ticketing system as it automatically understands customer queries, intent, buying patterns, preferences, and more to deliver tailor-made sales and support solutions round the clock. BigBasket, for example, India’s largest online grocery platform, leverages Kapture for its end-to-end customer support workflows. Right from multi-channel ticketing to interaction management via its chat suite. The e-commerce grocery major is leveraging the platform for all its businesses like BBDaily and BB Instant.

“Within the first 3 to 6 months of Kapture CRM implementation, enterprises typically see a 20-30% increase in key customer support metrics such as first call resolution, CSAT ratings, and agent productivity. Brands typically experience an increase in overall customer retention by up to 30%,” claims Kamath.

Kapture CRM is a part of the 3rd Google launchpad accelerator program. Over 700 enterprises from 12 countries currently use their services. The company is exploring new markets, channels, and functionalities to incorporate in its workflow offerings. Kapture recorded $4 million in annual recurring revenue (ARR) in the last financial year and has remained a profitable bootstrapped company.

0 0 votes
Notify of
0 评论
Inline Feedbacks
View all comments